CSAM Support Representative Level 1

Overview:

TeKnowledge is hiring a CSAM Support Representative Level 1 to join our team. The CSAM Representative will be responsible for providing excellent customer support to Microsoft commercial services customers. The ideal candidate will have a strong understanding of Microsoft Commercial services and the ability to work independently and as part of a team. They will also be able to communicate effectively with customers and colleagues.

At TeKnowledge, your work makes an impact from day one. We partner with organizations to deliver AI-First Expert Technology Services that

drive meaningful impact in AI, Customer Experience, and Cybersecurity. We turn complexity into clarity and potential into progress—in a place where people lead and tech empowers.

You'll be part of a diverse and inclusive team where trust, teamwork, and shared success fuel everything we do. We push boundaries, using advanced technologies to solve complex challenges for clients around the world.

Here, your work drives real change, and your ideas help shape the future of technology. We invest in you with top-tier training, mentorship, and career development—ensuring you stay ahead in an ever-evolving world.

Why You'll Enjoy It Here:

• Be Part of Something Big – A growing company where your contributions matter.
• Make an Immediate Impact – Support groundbreaking technologies with real-world results.
• Work on Cutting-Edge Tech – AI, cybersecurity, and next-gen digital solutions.
• Thrive in an Inclusive Team – A culture built on trust, collaboration, and respect.
• We Care – Integrity, empathy, and purpose guide every decision.

We're looking for innovators, problem-solvers, and experts ready to drive change and grow with us.

We Are TeKnowledge. Where People Lead and Tech Empowers.

Responsibilities:

The Customer Success Account Manager (CSAM) Support Team assists SMB customers of Microsoft's Cloud to support their retention, growth and transformation. Support Specialists work directly with customers as well as Microsoft affiliates on assigned cases, quickly solving issues that affect business. You'll earn our customer's trust by positively representing our clients and exceeding customer expectations as you coordinate and communicate with them throughout resolution of issues. Subject Matter Experts collaborate with the Support Representatives and Customer Success Account Managers as needed on complex cases, drive process improvement and serve as liaisons with the Microsoft team.

This role will:

Responsible for the retention, growth, and cloud transformation of customers in their defined Area

• Retain customers: Identify and address customer pain points, develop and implement retention strategies, and track customer satisfaction.
• Grow customers: Identify new opportunities to grow the customer base, develop and implement growth strategies, and track customer acquisition.
• Cloud transformation: Assess customer cloud readiness, develop and implement cloud transformation plans, and track customer progress.

Present Microsoft cloud value propositions and differentiation that align to customer business objectives.

• Understand customer business objectives and challenges.
• Present Microsoft cloud value propositions and differentiation that address customer needs.

Provide technical product overview and insights.

• Understand Microsoft cloud products and services.
• Provide technical product overviews and insights to customers.
• Answer customer technical questions.

Audit and confirm implementation requirements and pricing calculations.

• Review customer implementation requirements.
• Confirm pricing calculations.
• Identify and resolve any discrepancies.

Follow appropriate escalation path to resolve customer issues.

• Escalate customer issues to the appropriate team.
• Track the progress of escalated issues.
• Communicate with customers on the status of their issues.

Qualifications:

CSAM is a good fit for you if:

• You're familiar with Microsoft products, programs, and services.
• You have customer service experience and a desire to learn new technical skills.
• You have strong negotiation and problem-solving skills.
• You're good at developing and maintaining positive working relationships.
• You're an excellent multi-tasker with great organizational skills.
• You're proficient in both written and oral English.

In this role:

• Minimum 1 year of experience in customer support.
• Excellent Communication Skills - verbal, listening, and written (including technical writing).
• Some Technical knowledge, troubleshooting skills, accurate and logical problem-solving techniques. Experienced in Microsoft support.
• Broad knowledge of and ability to explain key end user scenarios to Commercial customers.
• Exposure and experience working in customer support [Consumer or Commercial.]
• Professional fluency in English is essential, both written and verbal.
• Must have completed the compulsory 1-year NYSC or have an exemption certificate.
• A valid and up to date National Identity Card/NIMC slip is required upon commencement of this role.